Sateesh Kumar

Experience

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  IBM Daksh

  Apr 2007 - May 2010

  Product & Process Trainer

  • Responsible for solving customer queries and complaints over call, thereby maintaining Average Handle Time (AHT) for the day followed by customer satisfaction with First Time Resolution (FTR).• Accountable for both Andhra Pradesh & Odisha processes of Bharti Airtel.• Worked closely with HR to reduce attrition from 30% to 15% within a span of six months. • Being an accountable participant during client’s training audits (External) and showed 95% compliance.• Organized Briefing, Debriefing, and On Job Training, Tape and Play sessions for the entire process of 600+ CSRs.• Accountable for execution of Online Learning Management System (OLMS) related activities – Client LMS Portal.• Liable for well-maintained Training execution data of trainers for WRM, MRM etc.,• Executed TTT for co-trainers as and when needed during their entry to Training & Development team via IJP.• Prepared questionnaire for New Hires & Tenured employees on product and process respectively. • Worked on LMS (Learning Management System) to gauge the product and process knowledge of CSR.• Executed training for BQ performers based on TNA & TNI.• Conducted training for NHT batches using tools such as PPTs, White Board, Flip Charts, etc.,• Prepared contents for refreshers based on TNA.• Promoted as Sr. Executive – Training & Development in the year 2008.• Promoted as Lead Trainer – Training & Development in the year 2009. Show less

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  Aegis Bpo Services Limited., (An Essar Enterprise)

  May 2010 - May 2011

  Training Specialist

  • Supported Transition team in getting new processes.• Handled multiple processes of Telecom (Airtel), Home Appliances (IFB & Videocon) & Travel Industry (VIA).• Executed LMS (Learning Management System) to gauge the performance of CSR.• Accountable for managing Product Knowledge Test (PKT), on monthly basis, for more than 90% of process in the organization with 1100+ employees.• Prepared PPTs on New Product Launch (NPL) for quick learning of trainees prior to product implementation.• Conducted training for 20+ NHT batches & 30+ OJT batches.• Liaised with HR for employee relation (ER) activities to enhance employee motivation towards organisational success. Show less

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  Pearson India

  Dec 2011 - May 2017

  Assistant Manager Training

  • Facilitated learning beyond 21000 Teachers (600+ Batches) on new teaching methodologies using Pearson classroom tools (SMART Board, Eyeris device, Digital Content, etc.,).• Done content evaluation followed by the feedback to content department for content modifications to meet end user needs.• Guided clients over call while they were using classroom solution post training.• Generated revenue of more than USD 250,000 through pre-sales demo of K-12 and Engineering at schools and colleges respectively.• Helped technical team for better implementation of classrooms based on the convenience of teachers while teaching.• Successfully completed procurement process for 30 accounts (Approx.) thereby recovering USD 20,000 within ten days, from the day of execution.• Trained 100+ in-house employees which includes NHTs (Resource coordinators - deputed at school), on selling skills, Product & Process.• Was preferred on priority by CRMs & Sales team for Training at key account Schools.• Received appreciation from more than 95% of reputed schools & Colleges for satisfactory facilitation. Show less

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  Samsung Electronics

  May 2017 - Aug 2019

  Regional Training Manager

  • Accountable for performance of 75+ stores located across Visakhapatnam Region, with an average monthly turnover of more than USD 1,500,000. • Liable for performance of 150+ sales executives across stores in the Visakhapatnam region.• Performed CRT (Classroom Training) and RT (Route Training) for Sales, Operations & Field Force teams with an average achievement of 95% on CRT coverage & 100% on RT coverage against planned on monthly basis.• Executed TTT for in-house & external trainers subsequentially accessing their performance during store visits.• Accountable for timely certifying SAMSUNG chefs based on the instructions from HO followed by the feedback.• Responsible for NPL (New Product Launch) trainings to all in-house, external employees & dealers on regular basis.• Designed and conducted surveys of instructors, managers, and participants.• Achieved 95% Assessment completion for In-house employees on monthly basis. • Talent management based on business need, especially during big festival seasons.• 1000+ Store staff got trained on Samsung products during Route Trainings.• Guided and supported sales team during premium product (Panels, Washing machines, ACs, Refrigerators, etc.,) sale.• Maintained reports & documents related to training for MIS. • Provided market insight to management for better sell-out results as per management’s instructions.• Prepared demo videos for self-learning of sales executives in stores.• Prepared monthly training budget and forecasting to management.• Experienced Joint visits to client location with sales team for smooth closure of billing/Product Order. • Received appreciation from HO team for suggesting new marketing initiative during Magic Box launch. Show less

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  Red Chip Technologies

  Nov 2019 - now

  Learning & Development Specialist – Middle East & India

  • Participate in business workshops with SME’s during product implementation.• Perform business process and gap-fit analysis for clients. • Collaborate and strategize with business and engineering teams.• Perform product demonstrations for clients and stake holders to support sales that led to revenue generation worth USD 200,000.• Liaise with Product Manager to define and plan product road map.• Plan and assist with product release and events.• Document user experience and recommend improvements for planned releases.• Customer support and knowledge orientation post release.• Developing training manuals, presentations, and videos on numerous topics.• Align new learning and development solutions with the company’s strategic goals.• Conduct planned on-line and on-site learning sessions for customer.• Prepare self-explanatory product catalogue for customer.• Conduct training needs analysis for all departments, identifying the most critical skills needed in each area.• Conduct Customer satisfaction survey for continuous business improvement.• Created a learning plan based on individual needs or goals to help meet objectives within the time frame set by each participant.• Provide monthly insights to the product team and played a pivotal role in enhancing the UI/UX for increased user experience• Identify market opportunities from differentiated domains to the management enabling digital content eco-system.• Conduct Training and Train-the-Trainer (TTT) programmes on-site post product launch across India & GCC.• Coordinated with application support team to enhance the customer support services to reduce the SLA turn-around time to 4 hrs. Show less